Kavi Mailing List Manager Help

Chapter 33. How to Use the Email Troubleshooting Flowcharts

Where to begin

This set of flowcharts is designed to walk administrators and technically savvy users through the process of troubleshooting email. Like all problem-solving processes, you must begin by identifying the problem correctly. Use the list below to find the problem statement that most closely matches your situation. If you have not already done so, be sure to read the section on Flowchart Layout at the end of this document before clicking the link that will take you to the flowchart you have selected. When you go to that flowchart, double check the problem statements description to be sure you are using the right chart before you begin to walk through the troubleshooting process.

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Email problem statements

Why did I get this email from your organization?

Use this flowchart when the person who received the email doesn't know why the organization would ever send them email. This chart presumes the user has no known connection with the organization (i.e., isn't a member or a subscriber, and doesn't belong to a company associated with this organization).

Why can't I unsubscribe?

Use this flowchart when a user has tried to unsubscribe but wasn't successful, or wants to unsubscribe but doesn't know how.

What does this message mean?

Use this flowchart when the email contains an automated bounce, warning or failure message from a mail server or mailing list (e.g., ezmlm) and you want to know what it means.

Why was Jane's message moderated?

Use this flowchart when a user tries to post to a list and their email is unexpectedly sent through a moderation queue.

Note

The troubleshooting document 'Why was Jane's message moderated?' is temporarily unavailable.

How did this message get through?

Use this flowchart when a message posted to a list contains inappropriate content (i.e., virus, spam, obscene, off-topic, etc.) or is posted by someone who possibly shouldn't be allowed to post.

Who received this message?

Use this flowchart when you want to know all the addresses to which an email was sent. This can be used when you want to be sure that everyone who should have got an email did get it, or when an email was accidentally broadcasted and you want to who saw it.

Why didn't Bob get this message?

Use this flowchart when everyone who should have got a specific email did...except for Bob (who probably should have but didn't).

Where is this message?

Use this flowchart when you want to know what happened to a message that appears to have vanished.

Note

The troubleshooting document 'Where Is this Message?' is temporarily unavailable.

Why is the email slow?

Use this flowchart when email appears to be slow and you want to know what is happening.

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Flowchart layout

Each flowchart document is divided into four sections:

Problem statements

A list of problem statements you can use to help determine whether you are using the right flowchart, or if another flowchart would work better in your situation.

The usual suspects

A list of the most common causes for your problem. Knowing these may help speed you through the troubleshooting process.

Flowchart

The troubleshooting flowchart itself. Troubleshooting is basically a process of elimination. Follow the steps in the chart, referring to the instructions for each step. Each step asks a question, and depending on the answer, you follow the Yes or No fork and follow the instructions. Proceed as directed.

Steps labeled 'Resolution' indicate the problem has been identified. Stop signs indicate you have reached a point at which you cannot proceed further and must contact system support.

The more advanced steps in the troubleshooting flowchart are based on the assumption that you have access to the complete set of KaviŽ Admin and Super Admin tools, but many of the steps can be completed by users with more limited access to tools, providing they have some knowledge of email and are interested in learning more.

When you reach the limits of your knowledge or available tools, forward your complete email, including the full headers, to support. It would also be helpful if you note where you were in the troubleshooting chart when you reached your stopping point. If any other information is required, it will be noted in the instructions for the nearest stop sign icon.

Instructions

Instructions are provided for each step in the flowchart.

Types of instructions:

  • Step - A question that determines the next step in the process. Follow the instructions for the subsequent 'Yes' or 'No' decision fork based on the answer to the question.

  • Yes/No decision forks - Chart users are routed to decision fork instructions depending on the answer to the question asked in the step instructions.

  • Resolution - The problem has been identified, so these instructions describe a procedure for resolving the problem.

  • Stop - The problem doesn't appear to be caused by one of the usual suspects, so resolution is outside the scope of the flowchart and you need to contact system support. Follow the instructions that describe what information you should provide to support to streamline the support process.

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